Guest Experiences Coordinator

2 weeks ago

Canmore, Canada Epic Views Vacations Full time

**Job Summary**:
We are seeking a detail-oriented, people-focused **Guest Experiences Coordinator** to manage and elevate the guest experience across our portfolio of short-term rental properties. In this role, you’ll be the primary point of contact for guests before, during, and after their stay—ensuring a seamless, personalized, and memorable visit from check-in to check-out.

**Key Responsibilities**:
**Guest Communication & Support**
- Provide prompt, clear, and friendly communication to ensure guest satisfaction.
- Handle guest requests, troubleshoot issues, and coordinate timely resolutions with internal teams or vendors.
- Manage booking confirmations and provide welcome messages, check-in details, and local recommendations.
- Ensure all pre-arrival logistics (e.g. access codes, cleaning, amenities) are completed and communicated.
- Coordinate early check-ins and late check-outs where possible.

**On-Site Guest Experience**
- Monitor ongoing guest stays to ensure comfort and proactively resolve any issues.
- Ensure units are staged and presented to brand standards before guest arrivals with regular walk through inspections
- Manage restocking of supplies and charge out restocking fees accordingly.

**Collaboration, Restocking & Reporting**
- Work closely with housekeeping, maintenance, and operations teams to deliver a seamless stay.
- Track and report key guest experience metrics, including response times, satisfaction scores, and review ratings.
- Address any post-checkout issues including lost & found, damage claims, or billing questions.
- Identify and recommend areas of improvement to enhance guest satisfaction.

**Requirements**:

- MUST LIVE IN CANMORE
- Must have a reliable vehicle.
- Ability to work remotely with access to necessary technology.
- Abililty to work flexible hours, including weekdays, weekends, and some evenings.
- 1-2 years experience in hospitality, customer service, or property management (short-term rentals preferred).
- Comfortable working with booking platforms like Airbnb, Vrbo, and PMS systems (e.g. Hostaway, etc.).
- Strong organizational, communication, and problem-solving skills.
- Local area knowledge is a plus

**Job Types**: Full-time, Part-time

Pay: $22.00-$28.00 per hour

Additional pay:

- Bonus pay
- Signing bonus

**Benefits**:

- Flexible schedule
- Work from home

Schedule:

- Day shift
- Evening shift
- Monday to Friday
- Morning shift
- On call
- Weekends as needed

**Language**:

- Mandarin (preferred)

Work Location: Hybrid remote in Canmore, AB

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